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Michael_1932266
SMARTY Commentator
Joined 3 years ago
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App updates!
Does anyone else have to login to the app again every time the app is updated? I know it only takes a few extra seconds, but then the email comes through warning that someone has logged in from a new device (even though it’s still the same device). I’m starting to resent those extra few seconds and have even considered not updating the app17Views0likes0CommentsRe: [Announcement] BIG NEWS: You can now text shortcodes! 🎉
I’ve tried. Raised it several times in the community. Talked to the chatbot. First I was told I needed an out of plan add on (which has been on my account for 18 months), then, I needed to reset the network settings on my phone (which I’ve done), and the latest is to check that I’m using the right number(s)! It seems at every turn that the responsibility for activating shortcodes on my account falls to me, rather than SMARTY ( the service provider). After the big announcement that shortcodes were, finally, available, I’m beginning to feel that I’m not getting good service25KViews2likes1CommentRe: [Announcement] BIG NEWS: You can now text shortcodes! 🎉
Been through everything SMARTY have said, still can’t use shortcodes. Even tried resetting the text service, but, guess what, it doesn’t work. None of the articles, none of the specific help “helps”. It was bad enough when SMARTY didn’t seem able to- or willing - to activate shortcodes for so long, but it’s worse having big announcements that SMARTY has finally provided a basic service that customers still can’t use25KViews1like3CommentsRe: Short Code use ….. there seems to be a missing step in user guidance for use of short codes .. 🤷♂️
Firstly, Smarty place the onus for activating short code texting on the customer. When those actions fail, it’s the customer’s fault for not checking. ??? The texts to short codes do not come with an explanation of why (A quick guide to shortcodes|SMARTY Help Centre). In the first instance, the onus for activating short codes was placed on the customer, when that fails, the the fault still lies with the customer (who, [patronising tone of voice] may be sending the short code text to the wrong number. Yes, the number(s) are correct, yes, the failures to send are annoying, but the most disrespectful thing is SMARTY proudly declaring that SMARTY customers can now (finally, use short codes and reality being same old, same old7.3KViews0likes1CommentRe: Short Code use ….. there seems to be a missing step in user guidance for use of short codes .. 🤷♂️
So, when the message about short codes now being available came through (YAY), I found that it wasn’t (BOO). I posted in the community about it and Smarty recommended that I reset my phone’s network settings (!), as this may work. I’ve since upgraded my phone and reset the network settings and I still can’t use short codes.7.3KViews0likes6CommentsRe: [Announcement] BIG NEWS: You can now text shortcodes! 🎉
I have credit, but still can’t send short code sms. SMARTY say we can, but have no interest in helping resolve the issues that are still there. Yes, I have something to gripe about, but it’s still SMARTY being unable to provide a fairly basic text function.9.1KViews0likes3CommentsRe: [Announcement] BIG NEWS: You can now text shortcodes! 🎉
Actually, they don’t. They say they do, but only if you take responsibility for activating it. I have a “failed” to send text message and when I contacted SMARTY, they suggest a factory reset of my network settings - to see if that works (!?!). I’m unwilling to do a reset on the off chance that it will work and SMARTY don’t have any other suggestions (or, it seems, interest), for actually resolving the issue. Since when is the customer responsible for service problems?9.2KViews0likes0CommentsRe: [Announcement] BIG NEWS: You can now text shortcodes! 🎉
It’s even worse than you think. I have had an out of plan add on sitting there, unable to be used, for 18 months. I get the notification that I can now use short codes, but I can’t, not unless I’m willing to reset my network settings on my phone! Well, that was the suggestion from SMARTY support, but with no guarantee that it will work. I have problems resetting my network - not with the mechanics, but with the hassle of resetting all of my permissions for individual apps. I have a bigger problem that this new, yet basic, facility places responsibility far activating it onto the customer.9.2KViews0likes2Comments